Team Lead/Trainer

2 days ago

Mumbai Metropolitan Region, India Epicenter Full time US$ 9,00,000 - US$ 12,00,000 per year

Job description

We are looking to hire trainers/QA and TL's from international BPO's, minimal 2-3 years of expereince from international BPO's only

Work Location - Bhayander

Shift Time - US rotational Shifts

5 days working and 2 week Offs

Team Leader

Job Duties:

· Plan and manage the group's performance on the Score card metrics and look for methods constantly exceed expectations

· Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions

· Strong orientation towards Customer Experience

· Develop action plans and coach to improve the individual, and partner in the performance improvement of the team as required

· Manage projects as assigned within defined metrics and timelines

· Create an environment of high energy and enthusiasm

· Responsible for management of Engagement, Attrition and ESAT for the team

· Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment

· Resolve employee concerns with urgency & accuracy

Trainer (Collections)

Job Duties:

· A Trainer is responsible for developing and delivering educational programs to enhance the skills and knowledge of individuals or teams.

· Which include designing training programs, delivering engaging sessions, assessing participants' learning, providing feedback, and continuously updating course content to align with industry trends and organizational goals.

Experience & Qualification:

· Candidate should have minimum 1 year of relevant experience in training for Collections Process

· Min HSC from any certified board

· Should have excellent communication skills (written and spoken)

· Should be from a BPO background

Quality Analyst (QA Collections)

· To manage transaction quality profile for an international 3
rd
party collections process

· To conduct audits as per defined guideline and sampling for transaction monitoring

· To ensure 100% closure of feedbacks

· To create and publish regular audit reports with management and clients (daily, weekly, monthly)

· To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls

· To drive process improvement initiatives

· To drive calibration sessions with internal or external customers

· To conduct training for group of agents, when needed

· To conduct quality induction for new hire batch

· Leading client calls, meetings, and calibrations with internal and external stakeholders

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